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Uninstalling symantec.cloud

Created: 22 Sep 2012 | 52 comments

Good day,

For symantec.cloud, from the web interface,  I have the box checked to require password for uninstall. I have the password set.

 
However when i am uninstalling symantec.cloud on workstations, I am not prompted for a password.

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.Brian's picture

Does it have the latest policy?

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soldiertt's picture

I am just testing it before I buy so I made two groups and put one computer in each. Created my own policies. ( One per group )

I'm not using the default symantec policy.

.Brian's picture

I mean does the client have the latest policy that you made the change to? Once it does, the uninstall pw should work.

You can force the client to check in with the SEPM to get the latest policy update. Right click the icon and "Update Policy"

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soldiertt's picture

Brian, I do not have any Update Policy option.

I do not know if this is because I am using a trial version of endpoint cloud, or if the feature is just not available.

Ashish-Sharma's picture

HI,

Verify Policy are applied or not in workstation ?

Thanks In Advance

Ashish Sharma

soldiertt's picture

Yes. The client has the latest policy. I even tested it by making changes to the policy (disabling features).  I would see the features be disabled within in a matter of seconds on the client side.

.Brian's picture

Does the client uninstall as expected?

In the past, I've seen the password prompt window "hidden" behind other open windows. So the uninstall will just hang until the password is input.

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soldiertt's picture

Yes. It uninstalls just fine. No erros, no hangs. It uninstalls and prompts for a reboot.

.Brian's picture

Are you logged in as an admin?

Can you try running the uninstall as a normal user?

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soldiertt's picture

I'm sorry. Logged in where?

I just downloaded the redistributable packge and installed it on the machines. There was nothing about logging in anywhere.

.Brian's picture

The machine you installed it on. Are you logged in with admin privileges or as a normal user?

I've seen in the past where a user with admin privileges will not get a prompt but a normal user will.

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soldiertt's picture

Yes. I am logged on as a local admin.

Will test without administrator privileges and report back shortly.

soldiertt's picture

Sorry Brian, logged in as normal user and all it prompts me for is the password for the admin account...

.Brian's picture

When trying the uninstall?

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.Brian's picture

And if you provide the admin creds, does the uninstall proceed without prompting for an uninstall password for the SEP client?

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soldiertt's picture

That's right. No prompt for any password.

This is a crucial feature and right now is pretty much the only thing keeping me back from purchasing Symanted Cloud for my organisation.

Sigh sad

.Brian's picture

It still seems like a policy issue, whether it is not updating or being applied correctly...

Is this feature available to select on the client or do you have access to the SEPM in the cloud as well?

Sorry, not very familar with sep cloud and I can't find much on the forums with a related issue. 

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soldiertt's picture

Well that's the thing. It is not a policy feature. You don't apply the setting to the policy. It's just a general setting, in the settings section. Which seems to have  no relation to the policy section.

See image.

.Brian's picture

Now I wonder if this setting even applies to clients at all. Seems like setting an uninstall password should be in the policy section, at least it is for the noin cloud version of SEP.

Is there a help section?

I found a PDF for this product but doesn't give much info.

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soldiertt's picture

Yes there is, but it does not tell me anything I don't already know. 

The Protection Agent can be removed from any computer by default. However, your organization's Account Administrator may restrict removal of a computer Protection Agent by imposing a password on the removal operation. This change is accomplished within the Management Console Settings tab.

To require a password on Protection Agent removal

  1. From any page in the Management Console, click Settings and then Computer Settings.

  2. Under Uninstall Password, activate the check-box to Require password for uninstall. This forces the entry of a password before the removal of the Agent from any of your computers.

  3. When you finish, click Save Changes. The uninstall program now requires the administrative password before you proceed with the uninstall of any of your Symantec.cloud Agents.

.Brian's picture

Straightforward and makes sense.

The only things I can think of is maybe a weird bug? Or, if this is an eval version, perhaps it doesn't work fully but that wouldn't make sense since it is there.

I'd be curious to get other customers input on this.

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soldiertt's picture

I'm curious as well.

I did get the prompt for password to uninstall in the beginning when I signed up for the trial. Maybe that was last month or so. I stopped using it for a while. Only yesterday I decided that I was going to go ahead and purchase so I decided to give it one last test run before I do so. 

Alas, here I am with no prompt for uninstall password.

Ashish-Sharma's picture

Hi soldiertt,

You can force fully update policy on Client side if no sucess you will be rasied support ticket

Contact Symantec Customer Care on 

http://www.symantec.com/support/assistance_care.jsp

Regional Support Telephone Numbers:
United States: 800-342-0652 (407-357-7600 from outside the United States)
Australia: 1300 365510 (+61 2 8220 7111 from outside Australia)
United Kingdom: +44 (0) 870 606 6000
Additional contact numbers: http://www.symantec.com/business/support/contact_techsupp_static.jsp   India: Toll-Free 000 800 4401 456                                                                                            

IDD call: +61 2 8220 7111

Thanks In Advance

Ashish Sharma

James007's picture

HI,

You have give uninstall password through web interface try to login Without Web interface and provide password.

soldiertt's picture

I'm sorry. I don't understand what you are saying. Can you explain please.

Ashish-Sharma's picture

HI,

have you any other option open Symantec Clouds interface ?

Thanks In Advance

Ashish Sharma

soldiertt's picture

On the client side, there is a home button that takes me to the web interface.

Ashish-Sharma's picture

hi,

Please try you can direct open Symantec Clouds manager Console with Admin privilege account and set the Uninstall password ?

Thanks In Advance

Ashish Sharma

soldiertt's picture

Yes I have done that already but it still does not work.

Ashish-Sharma's picture

Hi,

Try to force fully update policy on Client side

Thanks In Advance

Ashish Sharma

soldiertt's picture

There is no option on the client siede to "update policy"

Also, the uninstall option is NOT  a policy feature

Ashish-Sharma's picture

We have try all of Possibility but not received any solution

You will be rasied support ticket for same.

Contact Symantec Customer Care on 

http://www.symantec.com/support/assistance_care.jsp

Regional Support Telephone Numbers:
United States: 800-342-0652 (407-357-7600 from outside the United States)
Australia: 1300 365510 (+61 2 8220 7111 from outside Australia)
United Kingdom: +44 (0) 870 606 6000
Additional contact numbers: http://www.symantec.com/business/support/contact_techsupp_static.jsp   India: Toll-Free 000 800 4401 456                                                                                            

IDD call: +61 2 8220 7111

Note: If you will be received any solution please update on forums.

Thanks In Advance

Ashish Sharma

Mithun Sanghavi's picture

Hello,

I hope you have seen the Symantec.cloud FAQ PDF (attached)

In your case, I would suggest you to contact the Symantec.cloud Technical Support on the phone number provided in the site below:

http://www.symanteccloud.com/en/sg/supportcentre/information/contact_global_support

Alternatively send an Email to: support.cloud@symantec.com

Hope that helps!!

AttachmentSize
SEP_Cloud_FAQ_SG_Nov11.pdf 215.6 KB

Mithun Sanghavi
Senior Consultant
MIM | MCSA | MCTS | STS | SSE | SSE+ | ITIL v3

Don't forget to mark your thread as 'SOLVED' with the answer that best helped you.

Rafeeq's picture

The client on which you have installed cloud SEP does that talk to management console?

Does that have internet connection? once the installation is done, you should see the client reporting in the console.

soldiertt's picture

Yes to all questions.

Symantec sent an email after I contacted them saying that it could be due to a propagation delay...

I'm going to give it 24hrs (which should be in about 30 mins ) before trying again.

.Brian's picture

Do let us know, curious on the outcome.

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soldiertt's picture

Well,

More than 24hrs have passed so I tried the uninstall again.

Yes, there it went, uninstalling away without a prompt for any password.

Wow, this is so annyoing.noangry

Ashish-Sharma's picture

HI,

I think you can wait more time.

after issue not resolved you will contact again symantec support.

Thanks In Advance

Ashish Sharma

soldiertt's picture

More than 24 hours?

That is ridiculos. Everything else takes effect imediately, why should this be delayed so long?

I'm reinstalling now again.. Contacted symantec support already..

.Brian's picture

Agreed. That is your best bet at this point.

Keep us updated.

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.Brian's picture

Seems like 3 days should be more than sufficient to wait for this to work. I would try support immediately. Let them know you're trying to demo the product to determine if you should purchase or not and it's not working as expected.

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soldiertt's picture

Thanks alot for your continued support brian.

soldiertt's picture

An update I got from symantec:

Case Comment: Hello Andre,

Thank you for contacting Symantec.cloud support.

We have verified the setting with your log and have advanced to our technicians to investigate further.

We will be in touch shortly.

Kind regards, 

.Brian's picture

Hopefully you get this resolved today...

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soldiertt's picture

I'm thinking Symantec was doing some work on this..

It's working now.. When I select uninstall it says password protected.

The entire settings page in the web manager has changed as well. They included for USB support as well

It seems they added a new feature in the policies section that allows you to either enable to disable access to USB drives so the settings page has been "revamped" to include this feature.

Maybe this is what they were working on over the past couple days and it was causing some sort of problem.

Luckily for me, the USB control is NOT working. LOL. *sigh* It's a new feature so I'll give it some time.

The important thing is the uninstall password is working. I will uninstall and reinstall again, just to confirm!

.Brian's picture

Makes sense, and since you're not yet a customer, you wouldn't have gotten any notifications about it.

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soldiertt's picture

Indeed Brian, it does.

I uninstalled and reinstalled and the feature was immediately displayed. If I select the Agent and Endpoint Protection and hit uninstall, it will prompt me for a password.

See picture.

.Brian's picture

Good deal, glad it's been resolved.

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Ashish-Sharma's picture

HI,

Thanks for update .....

It's sound good your issue resolved wink

Thanks In Advance

Ashish Sharma

soldiertt's picture

Thanks alot for your continued support guys.

Just got to hope the USB function sorts out for it self as well indecision